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Posted : Sunday, July 21, 2024 08:41 PM
Position Summary:
The Front Desk Manager is responsible for overseeing the Front Desk operation and staff, including check-ins and check-outs; managing daily cash, room charges, and credit card transactions to ensure accurate billing; monitoring staff interaction with guests to ensure proper customer service; and maintaining a clean, presentable, and fully stocked Front Desk, lobby, and office area.
This role also oversees resort activities, including massage services, grass and court tennis, fat tire biking, use of hiking trails, bocce courts & lawn games, as well as fishing/watersport activities.
Primary Duties and Responsibilities: · Manage the Front Desk operation and staff, including supervisors, agents, night audit, and night security.
· Work closely with the Guest Services team to schedule airport pickups and luggage delivery and pick-up.
· Plan work duties of department personnel.
Monitor performance to ensure customer service standards and productivity goals are achieved.
Control and limit overtime hours.
· Oversee operating activities and SOP’s including: check-ins and check-outs; managing daily cash, room charges, room moves, and credit card transactions to ensure accurate billing; monitoring staff interaction with guests to ensure proper customer service; maintaining clean, presentable and fully stocked Front Desk, lobby, and office area.
· Utilize reservation system (PMS) to track guest info.
Monitor customer preferences, usage patterns, and satisfaction with Company products and services.
Assess the quality of internal and/or external customer service.
Recommend plans for continued improvement.
· Interact with guests in a congenial and professional manner.
Maintain pleasant and professional telephone manner, including handling customer inquiries and/or complaints in accordance with operating policies and procedures.
· Interact with the Reservations, Golf, and F&B departments to ensure strong lines of communication regarding in-house guests and groups, in regard to both proper billing and guest information flow.
· Lead and execute guest amenity and recognition programs.
· Coordinate, manage, and track guest feedback through guest satisfaction program.
· Work closely with the Housekeeping team on a daily basis to ensure room turns & room changes are communicated clearly to ensure guest satisfaction.
· Maintain knowledge of current and projected industry developments through continuous attention to the lodging industry and participation in relevant trade associations and events.
· Manage and direst all aspects of Resort Activities & Programs: o Fat tire bike rental program o Massage & Wellness Program – management of third-party vendor(s) o Grass Tennis and Court Tennis Program – involvement with tennis reservations o Fishing, hiking, bocce ball & lawn sports · Manage employment activities for applicable staff members, including but not limited to, personnel recruitment and selection, performance evaluations, training, compensation, discipline and termination, etc.
· Implement applicable company operating, human resources, and safety policies and procedures pertaining to the Front Desk department.
· Perform additional duties as required.
Qualifications: · College degree.
· Minimum 2 years management experience in Hotels/Hospitality.
· Experience in golf and food/beverage preferred.
· A consummate professional with the ability to lead a strong team.
· Demonstrated and proven expertise in the areas of: o Customer service o Lodging o Budget development, fiscal management, strategic planning and staff management.
o Written, verbal and interpersonal communication skills.
· Ability to analyze and solve challenges, efficiently handle multiple duties under pressure situations and work flexible hours as required, including evenings/weekends.
· Positive attitude, professional manner with impeccable character.
Working Conditions: Typical office setting with overheard lighting and adjustable ventilation.
This individual may be exposed from time to time to inclement weather; potentially dangerous pesticides, herbicides and fertilizers; equipment movement hazards; misdirected golf balls.
Injury may result as a result of exposure to the above if safety policies and practices are not properly followed at all times.
Physical Requirements: Must have the ability to: · Read and write (English) · Communicate verbally with staff members with or without the use of two-way radios.
· Give and/or follow verbal and written instructions · Visually inspect all work areas · Operate vehicles and equipment for several hours at a time · Perform mathematical calculations involving fractions, decimals, and percentages · Retrieve, read and interpret information from technical sources · Stand, walk, push, pull, lift, grasp, bend and kneel for up to 5 hours at a time · Lift up to 100 lbs occasionally, 50 lbs frequently, and 20 lbs constantly Sand Valley LLC is an Equal Opportunity Employer
This role also oversees resort activities, including massage services, grass and court tennis, fat tire biking, use of hiking trails, bocce courts & lawn games, as well as fishing/watersport activities.
Primary Duties and Responsibilities: · Manage the Front Desk operation and staff, including supervisors, agents, night audit, and night security.
· Work closely with the Guest Services team to schedule airport pickups and luggage delivery and pick-up.
· Plan work duties of department personnel.
Monitor performance to ensure customer service standards and productivity goals are achieved.
Control and limit overtime hours.
· Oversee operating activities and SOP’s including: check-ins and check-outs; managing daily cash, room charges, room moves, and credit card transactions to ensure accurate billing; monitoring staff interaction with guests to ensure proper customer service; maintaining clean, presentable and fully stocked Front Desk, lobby, and office area.
· Utilize reservation system (PMS) to track guest info.
Monitor customer preferences, usage patterns, and satisfaction with Company products and services.
Assess the quality of internal and/or external customer service.
Recommend plans for continued improvement.
· Interact with guests in a congenial and professional manner.
Maintain pleasant and professional telephone manner, including handling customer inquiries and/or complaints in accordance with operating policies and procedures.
· Interact with the Reservations, Golf, and F&B departments to ensure strong lines of communication regarding in-house guests and groups, in regard to both proper billing and guest information flow.
· Lead and execute guest amenity and recognition programs.
· Coordinate, manage, and track guest feedback through guest satisfaction program.
· Work closely with the Housekeeping team on a daily basis to ensure room turns & room changes are communicated clearly to ensure guest satisfaction.
· Maintain knowledge of current and projected industry developments through continuous attention to the lodging industry and participation in relevant trade associations and events.
· Manage and direst all aspects of Resort Activities & Programs: o Fat tire bike rental program o Massage & Wellness Program – management of third-party vendor(s) o Grass Tennis and Court Tennis Program – involvement with tennis reservations o Fishing, hiking, bocce ball & lawn sports · Manage employment activities for applicable staff members, including but not limited to, personnel recruitment and selection, performance evaluations, training, compensation, discipline and termination, etc.
· Implement applicable company operating, human resources, and safety policies and procedures pertaining to the Front Desk department.
· Perform additional duties as required.
Qualifications: · College degree.
· Minimum 2 years management experience in Hotels/Hospitality.
· Experience in golf and food/beverage preferred.
· A consummate professional with the ability to lead a strong team.
· Demonstrated and proven expertise in the areas of: o Customer service o Lodging o Budget development, fiscal management, strategic planning and staff management.
o Written, verbal and interpersonal communication skills.
· Ability to analyze and solve challenges, efficiently handle multiple duties under pressure situations and work flexible hours as required, including evenings/weekends.
· Positive attitude, professional manner with impeccable character.
Working Conditions: Typical office setting with overheard lighting and adjustable ventilation.
This individual may be exposed from time to time to inclement weather; potentially dangerous pesticides, herbicides and fertilizers; equipment movement hazards; misdirected golf balls.
Injury may result as a result of exposure to the above if safety policies and practices are not properly followed at all times.
Physical Requirements: Must have the ability to: · Read and write (English) · Communicate verbally with staff members with or without the use of two-way radios.
· Give and/or follow verbal and written instructions · Visually inspect all work areas · Operate vehicles and equipment for several hours at a time · Perform mathematical calculations involving fractions, decimals, and percentages · Retrieve, read and interpret information from technical sources · Stand, walk, push, pull, lift, grasp, bend and kneel for up to 5 hours at a time · Lift up to 100 lbs occasionally, 50 lbs frequently, and 20 lbs constantly Sand Valley LLC is an Equal Opportunity Employer
• Phone : NA
• Location : Nekoosa, WI
• Post ID: 9068699035
